Complaints Policy & Procedures

Policy Statement

If you are unhappy with any aspect of the service Barrington Saunders Ltd  provides, please raise your concerns immediately.

This is the only method of official complaint and must be completed by the  client or official organisation. Barrington Saunders Ltd is unable to deal with complaints that do not follow our required complaints procedure

Complaints Procedure

Barrington Saunders Ltd take any complaint about its organisation, service and staff very seriously. The Complaints Procedure is split into informal and formal complaints. Our company hopes to be able to resolve most complaints on an informal basis. Therefore, you are asked to pursue the informal complaints procedure before involving the formal complaints procedure.

Informal Complaints Procedure

1. Contact ( written or otherwise ) the individual/department that handled your initial enquiry and and they will try to resolve the complaint informally. Please state your complaint in writing in a letter or document that includes your full name, address, post code and phone number and include supporting written evidence. Failure to follow this procedure will mean your complaint will not be investigated.
2. The individual/department must respond to your complaint within 20 working days.
3. If you are dissatisfied with the outcome, or do not receive a response within 20 working days, you are entitled to invoke the formal complaints procedure ( see below).

Formal Complaints Procedure

If you are dissatisfied with the outcome of an informal complaint, you must make a formal complaint in writing, and provide the necessary and supporting evidence/paperwork;

1. Address your written complaint in a letter/document that includes your full name, address, post code and telephone number, along with supporting written evidence to ; Barrington Saunders Ltd, Customer Services Department, 7200 The Quorum, Oxford Business Park North, Oxford OX4 2J, or email Help@BarringtonSaunders.co.uk Complaints received without this information will not be investigated.
2. Providing the above procedures have been followed, complaint will be fully investigated and a response will be given within 20 working days.
3. Serious allegations against Barrington Saunders Ltd or members of their staff will only be handled directly by our lawyers. All complaints must therefore be received in writing from the complainant/plaintiff lawyers with detailed supporting evidence.

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